GAME///FINRITE///HOLLARD INSURANCE

I lodged a claim with Game-Finrite Administrators on the 9/06/2020 for a tablet I purchased over 6 years ago for my son, I might add that I have been paying for the Insurance since the beginning - so that is over 6 years now. The reason for the claim was that I have moved premises and in transit a few of my belongings were mislaid - included was the Tablet.

Upon calling through to Game-Finrite I was informed of the process, and when I advised that I do not know what the IMEI number is, as I have lost the box - the agent advised me that, in conjunction with the Affidavit, Police Case Number, and my ID I need to also send in a written letter as to why I lost the box? Well, not wanting to delay the process even more I comp****.

After weeks of nothing happening, with the exception of being told that the Administrator was waiting on the Underwriter (Hollard) to review the claim - now 2 months later (Today-07/08/2020) I have been advised that Hollard Insurance has declined the claim due to me not being able to provide the IMEI number for black-listing.

This is absurd!

For over 6 years I have paid for this insurance, with no complaints - the cost of the item would be under a 3rd of the cost of the premiums I have diligently paid - and, surely the IMEI is on the Policy Schedule? Which, the Game-Finrite Agent confirmed that it was? If this is the case - then, why can't the IMEI be taken of there and used in the black-listing process? Is that not logical - or am asking too much?

For over 2 months it has been me following up with Game-Finrite, which, with the exception if 1 Consultant named Nolan - the rest do not seem to understand the concept of Customer Service.

I was also advised that even though the claim was declined today, I would have to wait a further 48hrs for the decline letter to come through from Hollard, but oh - I can still keep the Policy open by continuing to pay the Premiums? For what I ask you?

I am sure that Hollard has their own IDR and EDR, dispute resolution and escalation procedures - which can only apparently start AFTER I receive the decline letter? And I am sure that each step of the Dispute Resolution Process has its own time lines, which under normal circumstances would be understandable. This is not a normal situation - and refuse to wait a further 48 hours, after waiting for 2 months.

If I do not receive feedback from Hollard by the close of business today, I will be lodging a Complaint with the Insurance Ombudsman, which in overall costs to Hollard would be less than the cost to replace the item. Again, logic?

In the current state of the World at the moment, with what COVID-19 has done to us, when we should be ensuring that we make our customers lives a little easy - especially for a Customer that has paid you for over 6 years without Complaint - where is the Service?

This is a simple cash settlement claim, which with Hollard's "EasyClaims" process should not take more that 48hrs to settle.

I will waiting on the response today, before I take the matter further.

Regards, Kirstie